Accounting Software Technical Support - MATERNITY PLACEMENT

SUMMARY:
Job Description

We are looking for customer-focused and results-orientated individuals, with sound problem-solving and interpersonal skills, to deliver exceptional service to customers across multiple channels.

POSITION INFO:
Key Responsibilities

The focus of the role (not limited to) general customer service queries and technical support relating to the software installation, which will entail the following support:

• General customer service queries and technical support relating to the software.
• Accessing business information relating to the account
• Updating business contacts and other account information
• Advising customers regarding the different services
• Services not specifically mentioned above up to and inclusive of complex queries
• Advice on business accounting, including HMRC regulations and compliance
• Understanding customers queries and how it impacts their business, ensuring customers are compliant with all legislation
• Resolve complex accounting queries such as VAT, & other legislation queries
• Resolving and reconciling account details such as customer, supplier and bank transactions.
• Ensuring customers data is always correct
• Correcting incorrect postings on accounts ensuring balances are correct
• Query Handling (Inbound)
• Responding to a defined range of customer queries or inquiries, to deliver appropriate, accepted resolutions for customers
• Liaising with internal/external parties to resolve customer queries
• Escalate any queries or complaints to the appropriate channels to ensure they are handled and resolved in a timely manner
• Provide accurate information to customers

• Previous Technical Helpdesk experience
• Experience working with Accounting or Payroll Software
• Basic accounting experience is advantageous
• A minimum of 12 months customer service experience in a B2B environment
• A Matric Certificate or equivalent tertiary qualification
• Attention to detail
• Proficiency in English is an essential requirement